Experienced Remote Customer Support Specialist – Multilingual Technical Troubleshooting for Medical Devices

About brighthush

At brighthush, we are redefining the future of healthcare technology. With a global footprint that spans research laboratories, hospitals, and diagnostic centers, we develop cutting‑edge medical devices and software solutions that empower clinicians to deliver faster, more accurate patient care. Our mission is simple yet ambitious: to make advanced diagnostics accessible to every patient, everywhere. As a leader in the medical technology sector, brighthush thrives on innovation, collaboration, and a relentless commitment to quality.

Why Join brighthush?

Working at brighthush means becoming part of a culture that values curiosity, integrity, and continuous improvement. Our remote-first model gives you the flexibility to work from anywhere while staying connected to a vibrant, global team. You’ll enjoy:

• Competitive compensation packages that reflect your expertise and dedication.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Generous paid time off, flexible work hours, and a 100% remote work environment.
• Ongoing professional development through internal training, certifications, and conference sponsorships.
• Access to the latest tools and technologies that keep you at the forefront of medical device support.

Position Overview

We are seeking a highly skilled Remote Customer Support Specialist to join our global support team. In this role, you will provide expert technical assistance to customers worldwide, ensuring that our medical devices and associated software perform at peak levels. Your responsibilities will span troubleshooting, documentation, and collaboration with cross‑functional teams to resolve complex issues efficiently.

Key Responsibilities

• Remote Technical Support: Deliver first‑line assistance to customers via phone, chat, and email, diagnosing and resolving hardware and software issues with precision.
• Problem Analysis & Resolution: Use diagnostic tools and logs to identify root causes, apply corrective actions, and document solutions in our knowledge base.
• Customer Relationship Management: Build trust with clients by providing clear, concise, and empathetic communication, ensuring a positive support experience.
• Documentation & Reporting: Maintain accurate records of support tickets, escalation paths, and resolution outcomes in our ticketing system.
• Collaboration with Engineering & QA: Escalate unresolved issues to product teams, providing detailed feedback that drives product improvements.
• Continuous Improvement: Participate in post‑incident reviews, contribute to process enhancements, and help refine support workflows.
• Multilingual Support: Communicate effectively in English, German, and Polish, ensuring language barriers do not impede customer satisfaction.

Essential Qualifications

• Bachelor’s degree in Electronics, Mechanical Engineering, Computer Science, Biomedical Engineering, or a related field.
• Minimum of 2 years of hands‑on service experience troubleshooting medical or electronic devices.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and comfortable navigating Windows and macOS environments.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, VPN, and basic firewall concepts.
• Fluency in English, German, and Polish – both written and spoken.
• Strong analytical and problem‑solving skills, with the ability to think critically under pressure.
• Excellent interpersonal skills, capable of building rapport with diverse stakeholders.

Preferred Qualifications

• Experience with Laboratory Information Systems (LIS) or Laboratory Information Management Systems (LIMS).
• Knowledge of regulatory standards such as ISO 13485, FDA 21 CFR Part 820, or IEC 62304.
• Prior remote support experience in a global, multilingual environment.
• Certifications in technical support, network administration, or medical device compliance.
• Experience with remote desktop tools (e.g., TeamViewer, AnyDesk) and ticketing systems (e.g., ServiceNow, Zendesk).

Key Skills & Competencies

• Technical Proficiency: Deep understanding of electronic device architecture, firmware, and diagnostics.
• Communication: Ability to translate complex technical concepts into clear, customer‑friendly language.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Team Collaboration: Work seamlessly with engineering, quality assurance, and product management teams.
• Customer‑Centric Mindset: Prioritize user experience and satisfaction in every interaction.
• Time Management: Manage multiple tickets simultaneously while maintaining high quality.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as our products. We offer:

• Clear promotion pathways from Support Specialist to Senior Specialist, Team Lead, or Technical Project Manager.
• Mentorship programs pairing you with seasoned engineers and product leaders.
• Access to industry conferences, workshops, and certifications at no cost.
• Cross‑functional projects that broaden your skill set and expose you to new technologies.
• Annual performance reviews with personalized development plans.

Work Environment & Culture

Our remote-first culture means you can work from anywhere while staying connected through:

• Weekly virtual stand‑ups and monthly all‑hands meetings.
• Collaborative tools such as Slack, Microsoft Teams, and Confluence.
• Regular virtual coffee breaks and team‑building activities.
• A culture that celebrates diversity, inclusion, and open dialogue.

Compensation & Benefits

We offer a competitive salary range of EUR 65,000 – 99,125 per year, commensurate with experience and qualifications. In addition, you will receive:

• Health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Annual performance bonus opportunities.
• Paid parental leave and flexible family‑friendly policies.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Unlimited vacation policy to support work‑life balance.

How to Apply

Ready to make a tangible impact on patient care worldwide? Submit your application through our career portal and join a team that values innovation, collaboration, and excellence. We look forward to exploring how your expertise can help brighthush continue to lead the medical technology industry.